Brian Crouch
North East,MD
Summary
Driven Service Manager with a proven track record at Crouch Automotive, adept in customer service management and proficient in software use. Excelled in enhancing customer satisfaction and loyalty, demonstrated by effectively resolving complaints and streamlining service processes. Skilled in team leadership and problem-solving, significantly contributing to continuous improvement and revenue growth through strategic upselling.
Overview
16
16
years of professional experience
Work History
Service Manager
Crouch Automotive
Conowingo, MD
07.2016 - 04.2021
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
- Improved customer satisfaction by providing timely and accurate service estimates.
- Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
- Assisted in inventory management, helping maintain appropriate stock levels for parts department.
- Worked effectively with repair staff and parts providers, staying current on availability and service processes.
- Logged work orders and change orders into Software database to track job status.
- Developed customized preventative maintenance plans tailored to individual client needs, extending the lifespan of their vehicles while preventing costly future repairs.
- Ensured accurate documentation of completed repairs, aiding in the maintenance of detailed records for future reference.
- Utilized industry-specific software programs efficiently to manage work orders, invoices, and customer information.
- Established a welcoming and professional environment in the service area, creating positive first impressions for customers upon arrival.
- Contributed to team goals by upselling additional services based on customer needs, generating increased revenue.
Shift Supervisor
Capriottis
Elkton, MD
02.2005 - 07.2016
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
- Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
- Streamlined inventory management, reducing waste and optimizing stock levels for daily operations.
- Coordinated with vendors regarding product deliveries, guaranteeing adequate supplies available for uninterrupted service provision.
- Completed cash and credit card transactions accurately using POS software.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Education
Elkton High School
Elkton, MD06.2004
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Critical Thinking
- Reliable and Responsible
- Customer Service Management
- Time Management
- Goal-Oriented
- Workflow Management
- Team Collaboration and Leadership
- Trustworthy and Honest
- Documentation And Reporting
- Outgoing and Energetic
- Estimating and Quoting
- Continuous Improvement
- Upselling
- Proficient in Software
- Computer Skills
- Decision-Making
- Problem Resolution
Timeline
Service Manager
Crouch Automotive
07.2016 - 04.2021
Shift Supervisor
Capriottis
02.2005 - 07.2016
Elkton High School